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💳 FAQ - your physical card replacement

Everything you need to know about your new VISA cards (Adyen)

Updated this week

This article is part of a collection of articles regarding your transition to our new UK payment service provider Adyen.

Why do we need to replace physical cards?

The banking partner associated with your company's entity will change.

Account owners or Admins will be able to select which cardholders will need to have their cards renewed with our brand-new Visa cards (free of charge).

Unfortunately, it's not possible to link an existing card to another banking service provider, so all existing Mastercards will stop working when your current payment account(s) are closed.

We want some cards to be delivered at the office, but others to specific addresses, how should we proceed?

You will be able to choose each card's delivery address and update it manually if needed. You can select either your office or employee home address. Note that we will pre-fill the address with the one that was entered on the first card order.

Cards can be delivered to all the countries where they can be used in (UK + EEA):

1) United Kingdom: England, Scotland, Wales, Northern Ireland.

2) EEA countries

What type of card will users receive?

Our brand new cards will be Visa Business cards.

The card scheme will be Visa and the card processor will be Adyen.

Will they be UK-issued cards?

Yes, just like your current cards, the new Visa Business cards will have country-specific numbers which increases the acceptance rate with merchants.

What information is required?

  • at card order: the Spendesk Account Owner/ Admin will be asked to provide a phone number when ordering the new cards to be able to receive delivery updates via SMS.

  • at card activation: employees will be asked to provide a phone number when activating their card that is then used for 3D Secure authentication (3DS).

A delivery address is also required as well as a user name 😊.

When will I receive my new cards?

Your card order will be validated once your new account has been funded. This step has been automated for your starting 14 June 2024. Please find more information on the account funding in this article

Your card order will be fully validated mid-June, and your current cards will remain active until you activate your brand-new VISA cards.

How long will my current cards remain active?

Your current cards will remain active until you activate your new VISA cards. Once activated, the previous card will automatically be canceled.

If you don’t activate your new card, your old card will stop working when your company's Spendesk account is closed. Spendesk Account Owners and Admins will receive official account closure emails specifying this date .

When is the card order created?

Card orders will start Monday 17th of June 2024 (if your account has been funded before that date) OR once the first funding has arrived in your new e-money account. Cards will also be ordered in case your new account has been automatically activated with a balance of £0.

The cards that you have selected will be ordered and sent to the address(es) you have specified.

What happens when I activate my new Visa card?

The old Mastercard is cancelled and can be destroyed.

The monthly limit is transferred to the new card, taking into account what was spent in the month.

The card settings are transferred.

The card status is transferred.

The card numbers should be updated on suppliers' websites.

There is is no impact on pending transactions.

However, bookings (trains, hotels...) might be impacted if you need the old card to retrieve your order or ticket. In this case, let the supplier know that you'll have a new card on that day.

Can I track my card?

Yes, once the card is shipped, the user can track their card in the Card page (requesters) or on the upgrade page.

Can I order a new card if my card's delivery failed / if I didn't receive my card?

Yes, you can! Employees can track their card when it is shipped (on Card) and they can also ask for new card if they haven't received it.

What should I do with my previous physical cards?

You can destroy it.

What if I am expecting a refund, linked to my former card?

It can be received on the same card on which the payment was made, even if it's been replaced or cancelled.

What happens to cancelled authorisations?

The amount should go back to the card.

How will 3DS payments work after the transition to a new banking partner?

On SFS accounts (= EUR accounts) payments will have to be validated using our Spendesk mobile app. The user will have to log in the app before being able to pay.

I cannot see the security password in app for 3DS. What should I do?

You have to make sure you've selected the right UK entity from your mobile app, and scan the QR code that comes up during the payment validation (3D Secure).

What if I asked for a top-up on my old card and activated my new card?

Once approved, it should be transferred to the new card.

What if I don’t activate my physical card on time?

We will cancel your former card at the account closure date. Your new card can still be activated.

How do I activate my card?

1️⃣ Go to your Card tab or the card pop-up on your mobile app

2️⃣ Click on I received my card

3️⃣ Enter your card's last four digits

Your card is active and you can now use it online or make a physical payment 🎉

To enable contactless: please make sure to make a first physical payment using your PIN code.

Note: there is a known issue with some contactless payments failing at certain merchants. Please try the physical payment using your PIN code.

A fix is being worked on with our payments provider.

Why is contactless not working on my physical card?

Your first payment with your new physical card will require you to complete a payment using your PIN code.

👉 Contactless will then be activated for future transactions.

👉 You can also check that contactless has been enabled on your card settings.
If not, please contact your Administrator to enable contacess.

Can I edit my card order?

You can update the card addresses before your first wallet funding.
How? Simply click on "Review card order" from the upgrade hub.

Why is the PIN code not showing in the mobile app?

Please ensure you the most up-to-date mobile app.

The mobile app is asking me to set a PIN code, but it won't let me. What should I do?

Your PIN is automatically set, and you should only be able to view it.

Please ensure you have the most up-to-date mobile app 🙏

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